Wirefly Customer Service -- We're here to help.


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  1. Wirefly

    Wirefly Well-Known Member This Topic's Starter

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    Hey, everyone,
    We're doing our best to keep track of Wirefly-related questions/issues throughout the forums, but thought it might help if we created a central thread where you can ask for help on anything from placing an order to how our exchange policy works.

    Myself, Ari, Amanda, Kim & Scott will be quick to answer any question you have, as well as escalate any issue you may be having.

    Your feedback is extremely valuable to us.

    We hope this becomes a consistent source of help for AndroidForums!

    Thanks for all that you do for us.

    Jeff
     

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  2. LexusBrian400

    LexusBrian400 Well-Known Member

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    You guys screwed me on adding a new line. Customer "service" didn't do anything about it.
     
  3. Wirefly1

    Wirefly1 Active Member

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    I am sorry to hear that you have had that experience with us. Can you please PM me your order # or email your order number to onlinesupport@wirefly.com. I will look into your order and see what we can do to help.
    Thanks!
    -Kim
     
  4. palmgoog

    palmgoog Well-Known Member

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    I'm planning on buying an evo through wirefly and was wondering if there are any promos or special offers besides bing cash back.
     
  5. Wirefly

    Wirefly Well-Known Member This Topic's Starter

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    Hey palmgoog,
    We don't have any other promotions to go along with the Evo.
    We do have a coupon code for a free 2GB MicroSD card.
    Coupon code: WIREFLY2GMC

    Also, our Bing Cashback is dropping to $25 indefinitely on Monday at 5 pm, EST. So, be sure to take advantage of it now if you're definitely going to buy.
     
  6. eyebeam

    eyebeam Well-Known Member

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    Based on my wife's experience with Wirefly several years ago, I would not recommend buying a phone from them. She ordered a Moto Razr for an existing Sprint line without a renewal of contract nor the discount that comes with, and Wirefly activated it as a NEW Nextel line complete with new 2 year contract. YEA! This took about 6 months and a LOT of time and work to get straightened out. Wirefly's costomer service was pretty much no help at all. Without taking enough time to look up anything, they said it was all Sprint's problem, and then pretty much said goodbye.

    Sorry Wirefly - Never again.
     
  7. Wirefly1

    Wirefly1 Active Member

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    It is unfortunate that you had that experience and feel that way, as that is not the customer experience that we want people to have. The company has gone through several changes in the last couple of years, and we have changed our customer focus to make it the best possible experience that we can provide our customers. We know we aren't perfect, but we are always looking for ways to improve how we respond to and service our customers. I hope that you will reconsider how you feel and shop with us again in the future.
    -Kim
     
  8. palmgoog

    palmgoog Well-Known Member

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    I'm considering upgrading my daughter's phone through wirefly and getting her an Evo, but I have some questions. I only want to upgrade her phone and I can't figure out how to. I'm on a sprint 1500 minute share plan with unlimited text/data. I currently have 2 primary lines and 2 additional lines on the family plan. My daughter is on of the additional lines. I'd like to only upgrade her phone. Can you guys help me out?
     
  9. Wirefly

    Wirefly Well-Known Member This Topic's Starter

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    To upgrade 1 line on a family plan, you need to call in to place your order.
    We currently do not have a way to process those orders online.
    Click the call to order button at top of page or call 800-552-9000.
    Let me know if you need further assistance.
    Jeff
     
  10. palmgoog

    palmgoog Well-Known Member

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    Is there anyway I can take advantage o the bing cash back program becuase that's the main reason I want to order through wirefly.
     
  11. Wirefly

    Wirefly Well-Known Member This Topic's Starter

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    palmgoog,
    Normally, this wouldn't be an issue, but I just learned that we are having technical problems with the EVO and some other phones that won't be fixed until noon EST tomorrow.

    If you can wait until noon EST tomorrow to buy your phone, you will be able to upgrade a non-primary line using the site and be able to get your $50 Bing Cashback.

    At that time, go to EVO order page:
    Select Renew/Upgrade
    Then below that, click on "See All Plans" link.
    In pop window select "Add-a-line upgrade" option from the plan list.

    We apologize for the maintenance issue and hope you are still able to make your purchase with us.

    Best wishes,
    Jeff
     
  12. rlb4

    rlb4 Well-Known Member

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    1. Why can't I keep my existing plan and just renew my contract without having to select from the ones on your website? I have the 550 min/$59.99 family plan and want to keep it but you don't have it listed and are forcing me to choose another plan which costs more.
    2. I have 2 lines. The second line has an unlimited data plan that I want to keep. Will I be able to keep it?
     
  13. Wirefly1

    Wirefly1 Active Member

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    1) Since Wirefly is a third party dealer for the carriers, the carriers require that we process upgrades and contract extensions for customers with a new plan that has a higher minute allowance and higher monthly cost.

    2) unlimited data plan should not be a problem for you to keep.
     
  14. palmgoog

    palmgoog Well-Known Member

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    can i upgrade only 1 line online
     
  15. Wirefly1

    Wirefly1 Active Member

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    Yes you can process an upgrade for only 1 line online.
    -Kim
     
  16. jgreetham

    jgreetham Well-Known Member

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    Hi Wirefly,

    Glad to see y'all here. I'd like to upgrade 1 line (not the primary) of my T-Mobile family plan to a Samsung Vibrant. Can I do that online? Is there a mail-in rebate required as part of your prices?

    Thanks very much.
    Jim
     
  17. Wirefly1

    Wirefly1 Active Member

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    Hello Jim, we are happy to be able to help you. No mail-in rebate is required. The price you see is the price you pay!

    And yes, you can upgrade a non-primary line on your family plan on our website. To do so, follow these easy steps:

    1. Select the phone you want from the "phones" page
    2. On the page, click RENEW/UPGRADE MY CONTRACT
    3. Under "Customize Your Plan Option", click FAMILY PLAN - OTHER LINES

    Let us know if you have any other questions.
     
  18. qwertyaas

    qwertyaas Well-Known Member

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    With regard to warranty of the phones (Samsung Captivate on AT&T), after the days that Wirefly covers the phone, the one year warranty is then covered by Samsung correct? Not AT&T?

    This is what I was told by both Wirefly and AT&T but a couple people told me AT&T should and did support the warranty (although I heard cases of the opposite as well).
     
  19. Wirefly1

    Wirefly1 Active Member

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    We will cover the phone for the first 30 days, as part of our Satisfaction Guarantee. After that you can take it to the carrier, AT&T in your case or to the manufacturer (Samsung) for warranty work. Let us know if there is anything else that we can do to be of assistance. :)
    -Kim
     
  20. hoffasenior

    hoffasenior Member

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    I bought a Droid Incredible under my wifes number because she used my upgrade, and her's is up now. How do I activate it under my number if your system doesn't recognize that the upgrade can be transfered to my number? Thanks.

    Also, how does this change the plan?
     
  21. Frisco

    Frisco =Luceat Lux Vestra= VIP Member

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    Very cool, Jeff. [​IMG]

    Reading the thread, I see that you guys truly are doing your best to straighten things out for users of your service.

    Now, if we can get Verizon and Sprint and (fill in the blank) in here with the same attitude.. ;)
     
  22. hoffasenior

    hoffasenior Member

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    PM Sent to Kim. The phone is arriving today!!
     
  23. tommy_ed

    tommy_ed Well-Known Member

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    no offense to you jeff, but I would not recommend wirefly either. First of all, the customer service is horrible. I added a line with a droid incredible for my brother and had it shipped to his house. First of all, they didn't add the free overnight shipping that was advertised. I eventually got that straightened out after talking to FIVE different people, all of whom I could hardly understand (in india, im guessing)... they were very rude to me, which suprised me as I would think their calls were being recorded. Well anyways, after he got the incredible he decided it was a little too much phone for him... he went into a verizon store and the store clerk said he could swap him out in store ship the inc. back to wirefly.. he tried a samsung inensity for a few days, but lost his job, so i dropped the line, and he returned the intensity to said verizon store. Then wirefly charged me the $300 equipment fee for not returning the equipment... I called their customer service where I was once again treated like a 3 year old. This time a woman actually YELLED at me and called me a smart ass (no lie!) Keep in mind, I was very calm until this point. Eventually I was transferred to another dept. where I was told if I went into the store and had them fax a statement to wirefly stating their mistake, the charges would be dropped. I did this, after a long battle with the verizon store. I thought all was taken care of. Then a week ago I received an email from "simplexity", wirefly's tough guys. They say I still owe the $300... so I call them. Once again berated by a CSR, who hangs up on me?! (although i will say, this time I was not calm like before) so yesterday I got a letter in the mail saying wirefly is going to turn it over to collections and report to credit bereau...I WOULD AVOID WIREFLY! unless you like american companies who send all their jobs overseas
     
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  24. Wirefly1

    Wirefly1 Active Member

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    Hello tommy_ed,
    I work at Wirefly's headquarters here in Virginia and I am sorry to hear that you have had a bad experience with us. As stated in our brand promise, "at Wirefly every employee is committed to creating a better way to shop for cell phones". This type of behavior from a Wirefly team member is unacceptable. Please email us your order information at onlinesupport@wirefly.com, and we will review these telephone calls and take corrective action as necessary. We would also like to take a look at your order so that this matter can be resolved as soon as possible.

    -Zenneia
     
  25. tommy_ed

    tommy_ed Well-Known Member

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    thanks for the reply, i really hope this all gets worked out.. I'm emailing now
     

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